Dunzo workflow as a Delivery Partner

Modified on Tue, 15 Nov 2022 at 03:34 PM

This article consists Dunzo's service agreements and includes the frequently asked questions on the Integration.  

Dunzo is a third-party logistics provider for UrbanPiper’s Dash product which controls the delivery of orders in India.

1. Serviceability
Dunzo is serviceable around the below cities, kindly ensure to map your location to these areas in Atlas where Dunzo delivery is expected. Cities: MumbaiBangalorePuneGurgaonHyderabadDelhiChennaiNoida, and Kolkata

2. Pricing

Urbanpiper's Meraki subscription includes Dunzo Integration.
Apart from it, Dunzo's delivery pricing is Rs 50 for the first 7 km and then Rs 15 for every additional km(18% GST Exclusive). This pricing is subject to change from 15th December as we are negotiating on the best prices with Dunzo. 

3. Integration

Auto Assignment: This can be used to automatically assign Delivery agent after acknowledgment of Orders in Prime

Order Flow

With Auto-assignment enabled

  • Order is Placed in Prime.

  • Store operator marks the status to Acknowledge.

  • Prime automatically assigns when a Delivery Agent if found around.

  • Delivery Agent marks the status to Dispatch after agent picks the order from the store.

  • Delivery Agent delivers the order to the customer and marks it as complete

With Auto-assignment disabled

  • Order is Placed in Prime.

  • Store operator marks the status to Acknowledge.

  • Store operator requests for a Delivery agent by clicking on Assign Agent.

  • A delivery agent gets assigned if a Delivery Agent is found.

  • Delivery agent marks the status to Dispatch after agent picks the order from the store.

  • Delivery agent delivers the order to the customer and marks it as complete.

4. Onboarding

For UrbanPiper to onboard a Location on Dunzo, the business has to provide the below details.

  • UrbanPiper Location ID

    This can be found by Navigating to Locations under Atlas.

  • Estimated Orders/day count via Dunzo for the above Location.

  • Average delivery distance of Orders from the Location.

5. Mapping & Go-Live

  • Once the Location is mapped with dunzo, your onboarding manager would reach out to you with its status. 

  • Once confirmed, the Location can be taken Live by the onboarding manager or the client after enabling Dash in the Dash Configurations from the Atlas settings page.

  • Save It

  • Now when the orders land on Prime, they can be assigned to delivery partner after order Acknowledgement.

6. Support

  • Dunzo provides 24*7 chat support along with an account manager to UrbanPiper. 

  • In case of any query with placing, tracking, and paying the orders,

please send the Order ID and the issue reported with it on help.meraki@urbanpiper.com.

7. Billing 

  • UrbanPiper would be the paying party to Dunzo. 

  • UrbanPiper would be raising the invoices on a monthly recurring post-paid basis to the clients. These invoices will have the Dunzo delivery charges + GST.  

8. SLAs

S. No.

Request / Query Type


Escalation Level_1

Escalation Level_2

Process to be followed



To take any new location live

 Debangshu Ghosh

 Lakshan Aravind

Raise on Email

TAT: 24 hours



Issues after going live

 Sayantan Roy

 Lakshan Aravind

Raise on Email

TAT: 10 minutes


Product Knowledge

All things related to dash

 Lakshan Aravind

 Manideep Akarapu

Raise on Email

TAT: 24 hours

Frequently Asked Questions

  1. What kind of integration does UrbanPiper have with Dunzo?
    UrbanPiper has a partner integration with Dunzo. Urbanpiper would be the contact between the client and Dunzo. 

  2. How does a client raise concern about Dunzo or an Order?
    Please drop an email on 
    help.meraki@urbanpiper.com with the concern and order ID. 

  3. What is the average delivery time completion by Dunzo delivery agents?
    Dunzo orders are generally delivered in 45 mins from the time Delivery agent is assignned to delivering it to the customer. 

  4. What is the average time for a Delivery agent to reach the location to pick-up the Order?
    It generally takes 15-20 mins to reach the location for Order pick-up. 

  5. What is the average time for a Delivery agent to be assigned in Prime?
    If a Delivery agent is serviceable by Dunzo for delivery, one would be assigned in Prime after 5 mins of Order Acknowledgement. Otherwise, there will be an error: No Rider Found

  6. Can the Delivery agent reject an Order? 
    Yes the Delivery agent can reject the Order if he feels the packaging is not correct which could lead to spillage before marking the Order Dispatch. 

  7. What happens when delivery related incidents to the delivery partner/order occur?
    Such orders should be raised to UrbanPiper who will contact Dunzo for root cause analysis, if its genuine Dunzo assures refund with a maximum of Rs 1000. 

  8. Do you support delivery for Order Later?
    Yes, for Deliver Later orders, you can assign a Delivery agent 45-60 minutes prior to delivery time in Prime

  9. Is Cash on delivery supported with Dunzo?
    No, Cash on delivery is not supported with Dunzo. 

  10. How does delivery cancelation work?

    Delivery agent calls Dunzo support to cancel the order, who in-turn calls the store number for verification of cancellation. If found genuine, order is canceled by Dunzo support.

  11. When can the client cancel Dunzo delivery?
    Order can be canceled only before the Order status is marked dispatched.

  12. How does the Rider tracking URL look to the customer?
    An SMS will be delivered as below on the customer's ordered phone number after dispatch. 

  13. Where is the Delivery agent contact number?
    This can be found under Prime > OrderDelivery Details

  14. What are the packaging guidelines for Dunzo delivery? 
    • Weight Limit of the order is less than 15 kg.
    • The length*breadth*height of order can be 15*18*8 Inches. 
    • No spillage or poor packaging

  15. How to enable Dash only for a few Locations and not all?
    Navigate to Atlas > Settings > Profile > Scroll down to Dash Configurations

    • Default: This is used to enable Dash at the business level. 
    • Location level: If you want to enable dash only to a few locations
         1. Keep the Default enabled

         2. Under Locations, Enable Dash for integration required the Location.

      For any other queries on this, please drop an email to help.meraki@urbanpiper.com and we will try to answer them as soon as possible. 

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